Information Technology Infrastructure Library (ITIL®) Foundation

Information Technology Infrastructure Library (ITIL®) Foundation

Learning Objectives

To understand the main concepts, processes, functions, benefits and challenges of ITIL®

To gain insight into the holistic Service Lifecycle approach at the heart of ITIL® and its close association with business strategy

To understand how the ITSM processes and functions can help achieve business excellence

Identify opportunities to develop IT processes using ITIL®

Understand the benefits of Continual Service Improvement to the organization

Course Lessons and Schedule

Lesson 1:

ITIL® 4 Overview

Lesson 2:

Key Concepts of ITIL®

Lesson 3:

The Four Dimensions of Service Management

Lesson 4:

The ITIL® Service Value System (SVS)

Lesson 5:

The ITIL® Guiding Principles

Lesson 6:

Governance

Lesson 7:

The Service Value Chain

Lesson 8:

Continual Improvement

Lesson 9:

Key ITIL® Practices

Lesson 10:

Other ITIL® Practices

Session 1:

ITIL® Foundation Lessons 1 – 5

Session 2:

ITIL®Foundation Lessons 6 – 10

Review Key Concepts & Practice Questions

ITIL® Foundation Exam

Training program

IT is at the core of every business in today’s world. The update will allow ITIL® to reflect the fast-paced and complex environment we live in, and new ways of working and emerging practices, all of which are essential not only for ITSM professionals but also for a wider range of professionals working in the digital transformation world.

The purpose of ITIL® 4 is to provide organizations with comprehensive guidance for the management of information technology in the modern service economy. ITIL® 4 will evolve to provide an end-to-end IT/Digital Operating Model, covering the full delivery (and sustaining) of tech-enabled products and services, guiding how IT interfaces with and even leads, the wider business strategy. The update will include practical guidance on how to shape and tailor your IT management strategy in the increasingly complex modern environment.

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